I don’t need to tell you that the experience of dealing with a slow internet connection is a frustrating one. Almost everyone who has internet has experienced at some stage or another, pages loading slowly or not at all, files taking forever to download, missing clumps of hair on your head.
Internet is a complex thing – routers, cables, backbones, modems – I could list hundreds of components. This unfortunately means there are many things that could potentially cause problems.
Most of the time things run very smoothly, but when something does go wrong it needs to be isolated and dealt with. The problems can come from your Internet Service Provider (ISP) the exchange, or the copper beneath the street. But sometimes the root of the problem is inside your own home. In fact, most of the calls we get about slow internet speeds are resolved before we have to get technicians involved!
More often than not the problem is within your direct sphere of influence. Sometimes we will need to be notified and a technician will need to fix something, but we will always ask you to run through some troubleshooting steps before doing so, I’m sure you don’t want to have to wait for a technician to visit, only to find that something was not plugged in or configured incorrectly.
Inward journey, look within your house
The most important step is figuring out what is causing the problem! Slow speeds can manifest in 2 ways which means the way you go about troubleshooting and fixing can be quite different.
The first way is a low “sync” speed, this means there is a physical degradation or issue somewhere that is interfering with the ADSL signal on the phone line.
The second way is slow “data flow”, this means your physical connection to the internet is fine, but something is slowing down the transfer of data, such as a program or user basically “hogging” the connection. Think of it as someone eating all the cake and leaving you with crumbs.
Here is a list of steps to run through to figure out where the problem is. If you notice an improvement on any step, start putting things back to the way they were, one by one and checking the speed each time. If the speed drops, you have found the cause.
If none of the above steps help you, you will need to troubleshoot further – this may involve getting physical so roll up your sleeves! Again, if you notice an improvement, start retracing your steps until the speed drops.
If you have tried everything listed and still cannot find the cause of the problem, or if you need help with any of the steps, you can contact our friendly support team on 13 22 58 or email us at firstname.lastname@example.org for further assistance.
If you think that your home set up is quite complicated and needs some attention – you can always arrange for a techii to come out and visit you. Our techii team are staffed by a group of experienced friendly people who will take a look at issues that you might not even have considered. Our previous article – Techii to the rescue – gives you a good idea of how they can help.
Getting a head start on some initial troubleshooting before contacting a support team member can save you some time, and it might even fix the problem without having to call! Customers should always feel free to tell our representatives what they have already tried, you might even like to use this blog as a checklist. We’re always happy to help though, so if you’re a little wary of tinkering around yourself, or if problems persist, you can contact our friendly support team on 13 22 58 or email us at email@example.com for further assistance.
Photo credit: Mark Trammell